Service Desk Analyst
Job Summary
To support the firm's Technology Department, the full-time Service Desk Analyst will provide first- and second-level technical support via phone and email for various hardware and software, while working remotely from a state with a physical office presence.
Key responsibilities
- Analyze, troubleshoot, and resolve technical issues with a goal of achieving 85% First Call Resolution
- Log all help desk calls and email requests into the IT Service Management System and maintain accurate incident information
- Contribute to the IT Service Management knowledge base and participate in new application testing and special projects
Required qualifications
- Four-year technical degree or equivalent work experience
- 4+ years of Service Desk experience in a fast-paced enterprise environment, preferably in a law firm
- 4+ years of experience supporting Microsoft products, including Windows and Office 365
- Demonstrated ability to perform independent analysis, troubleshooting, and advanced problem solving
- Commitment to continuous improvement and staying current with evolving technology trends
Complete Job Description
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